Gina Chilaka

Gina Christabel Chilaka Customer Experience & Digital Marketing Manager | Customer Experience Specialist-Designs innovative customer experiences by analyzing customer Data & Patterns | Administrative Management Abuja, Nigeria - |-| linkedin.com/in/gina-chilaka-80b086182 SUMMARY: A Customer Experience professional and administrative consultant with proven success in customer experience management, customer success management, and digital marketing. Highly skilled in identifying service gaps within customer journeys, transforming customer feedback into actionable insights and implementing valuable processes, service and product improvement. Possesses a passion for exceeding customer expectations and leveraging strong interpersonal, communication, and analytical skills to drive brand engagement and growth. Adept at building relationships, fostering loyalty, and utilizing data-driven insights to optimize processes and strategies. Committed to continuous learning and innovation to stay ahead of the curve in the dynamic digital landscape. SKILLS: ● ● ● ● ● ● ● Customer Experience Management: Customer journey mapping, feedback analysis, service improvement, loyalty programs. Customer Success Management: Onboarding,relationship building, proactive support, churn reduction. Digital Marketing: SEO, SEM, social media marketing, content creation, email marketing,analytics. Communication: Strong written and verbal skills,active listening, clear and concise messaging. Leadership: Team motivation, collaboration,conflict resolution, delegation. Data Analysis: Proficient in Excel and familiar with data visualization tools. Design: Utilize Canva and other design tools to create engaging visuals. EXPERIENCE: Support Staff | Barvij Int’l School (April 2024- November 2024) ● Managing school calendar and scheduling appointments. ● Maintaining accurate records and databases (for students, staff and attendance schedules). ● Preparing and distributing newsletters, reports and other information. ● Handling correspondence (letters, memos and emails) ● Managing school supplies and inventory. ● Coordinating meetings, events and conferences. ● Filling and documenting events, records and files Dining Guest Hostess |Tarkwa Bay Resort, Lagos( January 2023-February 2024) ● Managed tables, handled customer requests and ensured prompt service. ● Collaborated with kitchen staff, bartenders and other servers to ensure a seamless service. ● Ensure compliance with hospitality standards, policies and procedures. ● Maintain knowledge of services offered by the company ● Liaise and communicate with internal stakeholders on events and activities. ● Maintain a clean and organized workspace, adhering to health and safety standards ● Stays informed to take orders, process transactions , handle cash and credit payments and maintain accuracy Digital Marketing Manager (Brand strategist)| Wildflower PR, Lagos (Sep 2021 - August 2022) ● ● ● ● ● ● Cultivated a positive customer experience (CX) across all social media platforms by fostering open communication, addressing inquiries promptly, and implementing feedback effectively. Managed customer relationships: Maintained detailed records, analyzed performance metrics,and devised growth strategies to enhance customer satisfaction and loyalty. Spearheaded successful digital marketing campaigns: Stayed abreast of industry trends,planned and executed engaging content, and utilized platforms like Google Ads and Canva to optimize reach and ROI. Increased brand awareness and engagement:Orchestrated product launches, crafted compelling presentations, and designed captivating visuals to elevate brand perception. Generated targeted content: Created blog posts, social media captions, and email newsletters that resonated with the audience and supported brand storytelling. Created documentation for key processes which strengthened team effectiveness. Also handled customer engagement based on insights from data that led to a 5% increase in sales. Customer Service Representative(Customer Journey Manager) | VSP Botanics, Lagos (July 2019 - June 2021) ● ● ● ● Delivered exceptional customer service:Provided accurate product information, addressed concerns confidently, and consistently exceeded sales targets. Built strong customer relationships: Developed rapport, offered personalized support, and proactively sought feedback to enhance satisfaction. Demonstrated leadership potential: Mentored colleagues, collaborated effectively, and contributed to team success. Effectively tracked customer experience and proffered solutions which improved customer loyalty. EDUCATION: ● B.Sc. - Public Administration | Caritas University,Enugu State, Nigeria REFERENCE: Available on request